Evaluation of customer feedback systems at hotels in China

Pao Yue-kong Library Electronic Theses Database

Evaluation of customer feedback systems at hotels in China


Author: Liang, Ling
Title: Evaluation of customer feedback systems at hotels in China
Degree: M.Sc.
Year: 2006
Subject: Hong Kong Polytechnic University -- Dissertations.
Hotels -- China.
Customer services -- China.
Department: School of Hotel and Tourism Management
Pages: vi, 53 leaves : ill. ; 31 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2095398
URI: http://theses.lib.polyu.edu.hk/handle/200/1715
Abstract: Customer feedback system is important to customer satisfaction. This study investigates guests' perceptions about the customer feedback at hotels in China. Based on the survey of 248 guests at six hotels, "guest comment card" was found most commonly used by hotels and "guest contact staff' was perceived the most effective among all feedback channels. It appears in the study that a big majority of guests would talk to the hotel when they were delighted or dissatisfied and most of them would rather choose talk to the management than talk to the guest contact staff for feedback. "Seeking assurance from the company same mistake not occur" was found the most common motive of complaint. This study has provided hoteliers in China with important information about customer feedbacks and suggested that hotels in China should empower guest contact staff to handle customer feedback and emphasize the development of knowledge and skills of guest contact staff in handling guest feedback.

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